Table of Contents
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Section 1
Chapter 1
About ServiceDesk ....................................................................... 15
Components of ServiceDesk ........................................................... 17
Where to get more information ....................................................... 19
Chapter 2
About workflows, processes, tickets, and tasks .................................. 23
About ITIL .................................................................................. 24
About the core processes in ServiceDesk .......................................... 25
About configuration items ............................................................. 27
About the Configuration Management Database (CMDB) ..................... 27
About Workflow Designer .............................................................. 28
About Workflow Server ................................................................. 29
About ServiceDesk licenses ............................................................ 29
Chapter 3
About ServiceDesk solution software ............................................... 31
About the ServiceDesk Solution Console page .................................... 32
Accessing the ServiceDesk Solution Console page .............................. 32
Section 2
Chapter 4
About the ServiceDesk installation .................................................. 36
............................................................................................... 3
for the first time .................................................................... 37
Management Platform ............................................................ 39
Contents
......................................... 13
.................................................... 15
............................ 23
.............................................. 33
........................................ 35
................... 31
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Table of Contents
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